Jump Upgrades
I pay monthly for the TMobile Jump Upgrades...Have for 6 yrs. I went to the store to use my Jump Upgrade and was told my plan was retired. I was told to contact customer service. After 30 minutes trying to explain what the Jump Upgrade was as shown in my paperwork I ended the call. Has anyone else had success in trying to use the Jump Upgrade? I am paying monthly for it, how can I not use it?
Should I be held accountable for false information given to me?
It all started when I tried ordering 3 watches. I called T-Mobile and the rep had told me for a sync up kids 2 watch I would need a voiceline. So I got a google pixel with the watch. It turned out I didn’t need the voiceline and I was able to return the phone and not be charged anything. So I call T-Mobile again and ask about the pixel 2 watches and they said I’d need a voiceline for them. So I ask about the apple watches and the rep said they are stand alones and I could use my Ipad to set them up. So I order 2 of them. Turns out I couldn’t use them. I only opened one and the other was still sealed. I brought them back to the store within the time frame and only got $10.00 out of nearly $80.00. They called it a restocking fee. I tried getting my money back the rep at the store said it wasn’t in her power to give me more than what someone on the phone had told her to give me. I leave the store get home and call T-Mobile and ask for a manager. I explain to her that I feel like I have been swindled because I was given false information and now I’m out money. She got aggravated, vocal and snotty and told me that there would be a $10 credit applied to my account. So I figured I’d submit a complaint but everytime I ask how to they ask me why and how they can help and if I’m persistent about it the chat just ends or the call drops….Am I crazy for thinking I got swindled?UPS never delivered, now I’m in limbo
What did people do to resolve this issue because I’m sure I’m not the first. So, UPS was supposed to deliver my new phone, and on the day of delivery, tracking statesthe package was damaged in transit and will be returned to sender. Then the next day, the tracking says the package is missing. It’s been over a month, with multiple frustrating chats and calls with T-mobile reps from the Philippines who repeat from the same script saying they will escalate and investigate and someone will follow up with me and call me back within a week and this will be resolved and I can get a new phone and so on and so forth. Meanwhile, I’m getting emails and texts saying my trade-in is due and I will be charged the device payments. At this point, I’m ready to cancel my five lines, device line, home internet and go somewhere else.
Phone upgrade issue
Ok I have ran into a problem that is about to cause me to go to another provider even if it cost me more out of principle. This is what happened I was talking to a rep about mt auto pay and changing my account and somehow she brought up promotions and trading in my phone. I explained that I have a old grandfathered plan and have worked hard to keep it paying case for all of my phones so to keep it. On top of it that last time they had a promo I could used which was trade a eligible phone at Apple and show proof of trade and that I was staying with t mobile that I would receive a $200visa debt card in the mail, and just to add I had used this same program successfully twice before but for some reason the last time I never received it and after at least 10 hours on the phone with them being promised every time that it would be fixed it never was. I gave up out of frustration but I at least still had a really good plan. She tells me well since that happened and you had been with us for many years she would get me the trade in promo where I trade in my Iphones and get to upgrade to the new 16 pro at no cost after bill credits while keeping my plan the same. She would just need to have her manager override it in three days and I would have my new I phone 16 pros on the way. ( I had a paid off 14 pro and 13 I was trading) I said that would be amazing and it would be like a early Christmas present for me and my spouse (The only Christmas present we would get because its been a hard year) I was so excited and told my spouse and everything . Now she never calls me back on the 12th as promised to set up and I've ben told three times now I would need to wait 48 hours for them to escalate this but basically told me no I could not get that even if I was told it. So not even the reps that escalate it tell me they will call me back and never do like promised so I need to call. Today a manager tells me she is going to handle it by getting the first rep in trouble and I still could not have what was promised. So I say so now you are just making me feel worse for complaining getting someone in trouble and you still are telling me I will not get what is promised. She says yes and I say I don’t want to get her in trouble and you just made the situation even worse because I am not only not getting what was promised but you are telling me how you are going to get this rep in trouble for me, when I don’t want that. Now she says she needs a week to see if she can do anything. I tell her that this is now the 3rd call back for the same reason and I need to call back every time because I don’t get called back as promised and it sounds like I am not getting it anyway based on what you are telling me. I’ve never been so unhappy and am trying to find somewhere else to go so I can get this present I told me spouse about and out of principle. I’m even sad because I like t mobile and all I did was get someone in trouble with nothing to showDisheartening Experience for Older Loyal Customers
I called oct 8th and I spoke to Lei.Iexplained my situation to her which is the following.Ihave been a customer for about 7 years, on march of 2018 Ibought an iphone X full price with them and paid insurance for about 3 years. Ihave never missed a payment and my plan is one of the older ones. my phone's battery started swelling so it is now a fire hazard, thus Iwant to upgrade my phone. She told me about the prices that they currently have for iphone 14, 15, and 16. The iphone 14 is 729.99 full price but newer clients with a newer plan get the iphone 14 for 300. Now Iexplained than me being an older client have contributed more money to the company compared to a newer client of say 2 years. She said she understood my situation and after talking for a while she "requested" to her supervisor a discount to see what was the best deal that Icould get on an iphone (13-16). She included 3 options in the request, or so Iwas told by her... The callback would include the best prices they can give to an older client like me with discounts. She told me and promised, actually promised, that no longer than 48 hours Iwould receive a call and Inever did. So Icalled them today (oct 12th) and they had me 1 hour and 10 minutes on the line. the new sales representative, David, did not acknowledge the request made for promotions until the very end but he never gave me the options that Lei and I came up with, so I am almost sure he lied to me and the request never happened. He kept going in circles about things that Irepeatedly told him i did not want. Iwanted to hear the offers of the discounts she requested, or hear him say no, the request never happened or even that it was denied. He could not say that.When asked if the call was being recorded he did not acknowledge it either. Iunderstand that tmobile wants to make money, obviously, but Iam not trying to get a free phone Ijust wanted to hear the best offer the company can make to an old client like myself on an iphone. Iwas promised a call with the answer from the request that never happened. If you are not going to give any promotions, say so from the beginning, why lie like that? Isn’t that supposed to have legal repercussions? Tmobile would not even offer 10% discount on the 729.99 price of the iphone 14. Afriend had the same situation in verizon with an iphone 6, and she got an iphone 14 of 512gb for 300. It seems tmobile would rather lose clients than to offer them a fair promotion. Being loyal with them long-term means nothing to the company. My case number (given by David) is: ADOLAC334. In there you can go through both of the call recordings (David said with this number you are able to access them) where the empty promises are made and how tmobile only keeps you in a circle in hopes you desist. Again, Iwas not being irrational asking for anything free, I simply wanted to hear what promotions they had for a loyal customer, apparently none. Once David acknowledge Tmobile will not give me any discount on any iphone model, he changed to be quite rude and hung up.
WORST PHONE COMPANY IVE EVER DEALT W I WISH I HAD NEVER SWITCHED FROM CRICKET WIRELESS
I got ripped offand promised things to make up for it but no one I talk to seems to be able to help or follow through w anything. I am not very tech savvy so I relied on the lady helping me start up w t mobile and she told my the phone she reccomended was just as good as my I phone. OH MY GOSH ITS NOT EVEN CLOSE. its freezes, and glitches, doesn’t pick up what I say when I use the talk to text, (I AM DYSLEXIC SO TALK TO TEXT AND THE PHONE READING THINGS TO ME IS VERY IMPORTANT) IT does not recognize my face or fingerprint. I tried to explain that I am dyslexic and all they could say was “I am sorry that is frustrating but to bad.”When I tried to take the phone back and explained that I was sold a phone on false pretenses they said too bad. I called in and someone aid they would make up for it by waiving the dep for an i phone no matter what the next person I was sent to said that person was wrong and that I was too new to get a smaller depositso I am stuck w a crap phone that I have to use the hot spot for so I can just use my old I phone. So now I have to carry 2 phones in order to have 1 properly working phone. Oh and I am a nurse and it says they offer front line worker discounts but only for EMTs and firemen.I WISH I NEVER SWITCHED FROM CRICKET WIRELESS.I never had an issue w them and my bill never went up once in 12 years and so far in the 3months ive been w T Mobile its gone up $40. T MOBILE DOES NOT HELP ITS CUSTOMERS AT ALL AND THEY DONT CARE IF THEY RIP YOU OFF AND THEY DONT CARE WHAT ANOTHER EMPLOYEE PROMISES YOUDeception of promotions
What the supervisor Jonathan suggested is, you cannot just believe what a representative tells you. How did this all start? I called the tmobile customer service and asked if they have a new promotion that I can add a line and get a line free. The agent said "yes". Over the time of the same conversation, I asked the representative three times, "So, I am paying $30 for a line and getting a second line for free, right?" and he said "yes". After I consented, a couple of days later, I go and check my bill, and I am being charged the $30 twice without any notice. So I call again, and they tell me that the representative who made the mistake is going to call me back the next day, but he never did. After a week I call again and have to explain it all over again. I ask to talk to the supervisor "Jonathan", and I tell him to go and listen to the tape about what I was told in the original conversation. He says they made a mistake and they are not going to make it right, and they are going forward to charge me double. In conclusion, never trust what the tmobile representative tells. Always double check! What Jonathan also did lie about is that there is no way of filing a complaint online. He said that the company does not have any online complaint sources, and gives me this wired P.O. box address. I just needed to google once to find many means of online contact. These are too many lies to be an accident.
